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Technical Support Specialist

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Helpware

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Location:
Philippines , Taguig

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Responsibility:

  • Provide technical support for PCs, Windows operating systems, and Apple mobile devices
  • Diagnose and resolve hardware, software, and fundamental network issues remotely
  • Document and manage support requests through the FreshService ITSM/ticketing platform
  • Maintain clear and effective communication with users to facilitate prompt and efficient resolutions
  • Provide level one triage for VDI users
  • Escalate complex incidents to senior technicians as required
  • Adhere to company policies concerning security and confidentiality
  • Address printing concerns, both local and network based
  • Utilize Zoho Assist for secure remote access and support of user computers
  • Troubleshoot audio and video issues encountered during video conferencing sessions
  • Administer new user onboarding processes by appropriately adding accounts to relevant systems, including Active Directory, Microsoft 365, MoversSuite, Vonage, Dynamics 365, and HubSpot
  • Oversee user deactivation procedures by removing accounts from these platforms as necessary
  • Provide ongoing support for Microsoft 365 and on-premises Active Directory environments
  • Create and manage distribution groups within Office 365
  • Add and remove user accounts in Vonage
  • Resolve issues related to the Vonage application
  • Manage user accounts within the Mainframe system, including additions and removals
  • Troubleshoot Barracuda VPN installation and connection challenges
  • Perform password resets in the Mainframe system
  • Monitor system health and performance using Data Dog
  • Release emails and manage permitted senders through Mimecast
  • Address and resolve OneDrive-related issues
  • Deliver support and training for Microsoft applications

Requirements:

  • Demonstrates exceptional organizational, time-management, and follow-up abilities
  • Maintains confidentiality and addresses sensitive requests with the utmost professionalism
  • Exhibits outstanding proficiency in both written and verbal communication
  • Possesses strong interpersonal skills, supporting employees at all organizational levels
  • Operates independently and excels in dynamic, remote work environments
  • Has prior experience providing support for PC hardware, Windows 10/11, and Apple iOS devices
  • Understands basic networking concepts and is adept at troubleshooting issues
  • Experienced in Microsoft 365 applications, including Exchange Online, Teams, and OneDrive
  • Familiar with Azure Virtual Desktop Infrastructure (VDI) environment
  • Capable of creating and managing distribution groups within Office 365
  • Familiar with on-premises Active Directory, particularly user and group management
  • Knowledgeable in ITIL principles and IT Service Management (ITSM) frameworks
  • Previously supported executive-level personnel

Additional Information:

Job Posted:
April 24, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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